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Warranty Support, Claims and Return Requests

ExcellTronics wants you to know what support to expect after your order. Warranty cover is product-specific. Many eligible devices carry 12 months of manufacturer warranty, while selected products carry 24 months where that period is stated. Check the individual product listing and your order documents for the exact warranty period, warranty provider and service route for the item you purchased.

Where a Samsung or Apple manufacturer warranty is stated for your product, we can help direct your claim through the applicable support channel. The manufacturer's written terms and the product assessment determine whether a reported issue is covered. This tab explains how to contact us and prepare an item for review; it is not a blanket promise of an automatic exchange, replacement or cash refund.

How to open a warranty or return request

1. Contact ExcellTronics before sending or handing over the product. Use the contact details below and ask for a return or assessment reference.
2. Include your order number or proof of purchase, the product name and model, the device IMEI or serial number, and a clear description of the issue and when it started.
3. For visible damage, an incorrect item or missing contents, include clear photographs of the product, parcel and packaging. A short video can help show an intermittent issue.
4. Wait for written instructions telling you where to send the item, what to include and how it should be packed. Do not send an item to an address or service centre that we have not confirmed for your case.

Opening a request does not itself approve a return or determine its outcome. We may need to verify the order, serial or IMEI, item supplied, packaging details and reported fault before confirming the next step. Please keep messages, photographs, courier receipts and any assessment reference until the case is closed.

Condition and completeness for approved returns

For a return approved for a reason other than a reported product fault, keep the item unused, unopened and unactivated, with its original seals and packaging intact. This includes not inserting a SIM card or connecting the device to Wi-Fi. If we approve that return in writing, the product must be returned in saleable condition: complete, clean, unmarked, undamaged, and with the original box, manuals, inserts, supplied accessories, bundled items and promotional gifts that came with the order.

Separately supplied accessories included in an approved non-fault return must also be unused, uninstalled, unpaired or unactivated where applicable, and returned complete in their original saleable packaging. Missing parts, broken seals, signs of use, scratches, account locks, removed labels or packaging damage may affect whether that non-fault return can be accepted. The saleable-condition requirement in this paragraph applies to a non-fault return approved in writing; it is not a condition for reporting a product fault.

If the item delivered does not match your order, leave it unopened and unused, keep the parcel and all packaging, and contact us promptly with photographs and your order number. We will verify the order and provide case-specific instructions.

Assessment, coverage and next steps

A warranty assessment may be carried out by the relevant manufacturer, service provider or other appropriate assessor. A claim may require inspection or troubleshooting before a decision can be made. Manufacturing faults may be covered where they meet the written terms for the specific product. Accidental or impact damage, liquid exposure, misuse, unauthorised repair or modification, altered serial or IMEI details, and normal wear may fall outside a manufacturer's warranty where its terms exclude them.

If the assessment identifies damage or a condition outside the written warranty coverage, we will explain the assessment result and available next steps. Paid work will not proceed without your approval. Any remedy for a confirmed issue is determined by the applicable product terms and circumstances. Nothing in this information removes responsibilities or rights that cannot lawfully be excluded.

Protect your data before service

Back up important information before handing over a phone, tablet or other device. Assessment or repair may require a reset, software reinstallation or replacement of a component, and stored data may be lost. Remove your SIM card and memory card before dispatch. Never send us your Apple, Samsung, banking or email password. If a manufacturer requires a security setting to be changed for service, follow the instructions we confirm for your case after backing up your data.

Contact ExcellTronics

Email admin@excelltronics.co.za or call/WhatsApp 071 770 4010. For order queries, you can also call 076 732 2518. Include your order number in every message so we can locate your purchase and assist efficiently.